Relationship Banker

M&T Bank•Millersville, MD

17d

About The Position

The Relationship Banker identifies customers’ needs through the bank’s retail sales process and provides proactive, basic sales solutions through customer outreach, referring complex needs to the appropriate team member or partner. The role specializes in the branch customer experience, including lobby management, servicing, and sales interactions for retail and business customers. The position is the branch focal point for sales, service, and referral opportunities in support of branch goals and activity requirements, and is a key driver of customer flow. It serves existing customers and grows the business by identifying sales opportunities. The banker is expected to stay current on operational, product, and system changes and enhancements, and to make sound risk-management decisions that help reduce preventable losses and fraudulent activity. The role is responsible for meeting and maintaining Federal SAFE Act registration requirements.

Requirements

High school diploma or equivalent (GED) and at least 2 years of proven retail sales, call center, customer service, and/or telesales experience; alternatively, a high school diploma or GED and at least 1 year of proven proactive sales experience.
Strong verbal communication and interpersonal skills.
Proven ability to demonstrate exceptional customer service.
Well-organized, with time-management and prioritization skills.
Demonstrated financial services product knowledge.
Ability to communicate with tact and diplomacy with internal and external customers.
Proficiency with internet user-level technology.
Ability to stand for long periods of time.
Prolonged use of hands and fingers.
Ability to lift objects weighing 5 to 30 pounds.
Ability to read fine print.
Ability to interact with customers in an open, face-to-face work environment.
Ability to use a fax, telephone system, copier, and other communication tools.
Must meet and maintain Federal SAFE Act registration requirements.

Nice To Haves

Associate degree.
Notary public license.
Bilingual skills, based on branch needs.

Responsibilities

Support relationship management through customer assessments, sales-opportunity profiling, account opening, and lead-focused outbound calling.
Carry out the sales process, including profile and pre-call planning, outreach, appointment preparation, customer interactions, and follow-up.
Meet risk-management responsibilities, including audit requirements, fraud prevention, Know Your Customer (KYC), and Customer Information Profile (CIP) requirements.
Research customer profiles to identify ways to add value to clients’ banking relationships and transition to discussions based on their financial goals.
Identify customers’ financial needs and present appropriate product and service options in cooperation with internal business partners.
Reach out to clients by email or phone to follow up and educate them about value-added products and services that address their needs.
Onboard new customers through customer outreach, regardless of the available channel or who opened the account.
Build trust with existing clients through regular, proactive outreach.
Schedule preset appointments for the following week and hold appointments each week.
Prepare for scheduled appointments and sales interactions using a pre-call plan.
Perform customer servicing interactions.
Follow applicable compliance and operational risk controls in accordance with company and regulatory standards and policies.
Promote an environment that supports belonging and reflects the M&T Bank brand.
Maintain M&T internal control standards, including timely implementation of internal and external audit points and issues raised by external regulators, as applicable.
Stay current on operational, product, and system changes and enhancements, and make sound risk-management decisions to help manage preventable losses and reduce fraudulent activity.
Meet and maintain registration requirements under the Federal SAFE Act.
Complete other related duties as assigned.